Question 1

My scanner is not holding a charge.

Accepted Answer

Possible Cause:

Solution:

Your batteries need to be reset.

Remove the battery cover from the back of the barcode reader, extract the batteries and replace with 2 x AA Rechargeable NiMH batteries. Replace the battery door and charge until the battery indicator light turns green (up to 6hrs).

Batteries

See Also:

Batteries

See Also:

Did this resolve your issue?
Please contact our Customer Support Team if you need further assistance.

Possible Cause:

Solution:

Your batteries need replacing.

Remove the battery cover from the back of the barcode reader, extract the batteries and replace with 2 x AA Rechargeable NiMH batteries. Replace the battery door and charge until the battery indicator light turns green (up to 6hrs).

Batteries

See Also:

Did this resolve your issue?
Please contact our Customer Support Team if you need further assistance.

Question 2

My host device cannot find the reader.

Accepted Answer

Possible Cause:

Solution:

The reader is already paired with another host device.

Scanner is connected to Android

Unpair the reader. Then pair the reader and new host device.

Scanner is not connected to iOS

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Please contact our Customer Support Team if you need further assistance.

Possible Cause:		Solution:
The host device is too far from the reader. The Bluetooth is out of range, over 33 ft. (10m) from host device.		Move the devices closer together. The Bluetooth range is within 33ft. (10m) from host device.

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Possible Cause:		Solution:
The reader is not powered on.		Power on the reader.

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Possible Cause:

Solution:

Your host device does not have Bluetooth enabled.

iOS Bluetooth is OFF

Enable Bluetooth on your device.

iOS Bluetooth is on

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Please contact our Customer Support Team if you need further assistance.

Question 3

When I read a barcode or NFC tag, no data appears on my screen.

Accepted Answer

Possible Cause:

Solution:

Although your device says it's connected, you are in the wrong mode.

Device is in wrong mode

If you are scanning into an application such as Shopify, Square or Zettle by Paypal, restart the host device and pair your reader to your host in Application Mode using Socket Mobile Companion App Opens Worldwide Website (AU, EMEA, UK)

Watch: How to Pair Using Companion App Opens new site

If you are scanning into an application such as Notes, MS Word, MS Excel or you are scanning into a text field in a web browser, please follow these instructions Opens Worldwide Website (AU, EMEA, UK).

Did this resolve your issue?
Please contact our Customer Support Team if you need further assistance.

Possible Cause:

Solution:

The scanner is too close or too far from the barcode or at an incorrect angle.

Practice scanning at different distances and angles.

Reading distance depends on barcode size, symbology, label media, Narrow and Wide ratio, and scan angle.

Barcode at a proper distance

Did this resolve your issue?
Please contact our Customer Support Team if you need further assistance.

Possible Cause:

Solution:

The barcode is incorrectly formatted, damaged or poorly printed.

Bad barcodes

Try scanning a barcode that is correctly formatted, printed clearly and in good condition.

Scanner is always on barcode

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Possible Cause:

Solution:

The barcode symbology may be disabled or not supported by the scanner.

Enable the symbology.

If you do not know the symbology of the barcode contact support Opens Worldwide Website (AU, EMEA, UK)

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Possible Cause:

Solution:

If you are in Basic HID Mode, you don’t have an application open to read data into.

Screenshot of no apps open

Open an application (i.e. Notes). Place the cursor where you want to enter the data and try reading again.

iOS notes app

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Question 4

My reader is no longer connected.

Accepted Answer

Possible Cause:

Solution:

The host device or your software application has performed an automatic update and affected the Bluetooth pairing.

iOS software update

If you are scanning into an application such as Shopify, Square or Zettle by Paypal, restart the host device and pair your reader to your host in Application Mode using Socket Mobile Companion App Opens Worldwide Website (AU, EMEA, UK)

Watch: How to Pair Using Companion App Opens new site

If you are scanning into an application such as Notes, MS Word, MS Excel or you are scanning into a text field in a web browser, please follow these instructions Opens Worldwide Website (AU, EMEA, UK).

Watch: How to Pair Using Companion App Opens new site

If you are scanning into an application such as Shopify, Square or Zettle by Paypal, restart the host device and pair your reader to your host in Application Mode using Socket Mobile Companion App Opens Worldwide Website (AU, EMEA, UK)

Watch: How to Pair Using Companion App Opens new site

If you are scanning into an application such as Notes, MS Word, MS Excel or you are scanning into a text field in a web browser, please follow these instructions Opens Worldwide Website (AU, EMEA, UK).

Did this resolve your issue?
Please contact our Customer Support Team if you need further assistance.

Possible Cause:

Solution:

The scanner powers off and disconnects after 2 hours of no activity by default.

Turn off your host device's Bluetooth then scan the "scanner is always on" barcode below to configure your scanner.

Scanner is always on barcode

Did this resolve your issue?
Please contact our Customer Support Team if you need further assistance.

Possible Cause:		Solution:
The reader is low on battery, less than 5%.		Ensure the reader is connected to power.

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Please contact our Customer Support Team if you need further assistance.

Question 5

My reader frequently disconnects from Bluetooth.

Accepted Answer

Possible cause:

Solution:

You have an older host device. Older models may struggle to maintain a Bluetooth connection.

Reset/restart your host device.

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Please contact our Customer Support Team if you need further assistance.

Possible cause:

Solution:

Your iPad/tablet's Auto-lock feature is enabled.

iOS auto Lock on

Disable iPad/tablet's auto-lock feature.

iOS auto lock off

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Please contact our Customer Support Team if you need further assistance.

Question 6

My reader turns off randomly on its own.

Accepted Answer

Possible Cause:

Solution:

Your batteries need to be reset.

Remove the batteries from your reader, leave them out for 10 minutes, re-insert and recharge the scanner overnight.

Batteries

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Possible Cause:

Solution:

The reader is being charged incorrectly.

Important! - Charging your reader using an incorrect source (such as a computer USB port) will not provide enough current to charge reader. This may result in the reader registering as having more charge than it does and shutting down.

We recommend charging your reader using a suitable AC Power Adapter Opens Worldwide site .

AC Power Adapter

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Possible Cause:

Solution:

Your reader has not been used in 2 hours. By default, the reader powers off and disconnects after 2 hours of no activity.

Turn off your host device's Bluetooth then scan the "reader is always on" barcode below to configure your reader (barcode readers only).

Scanner is always on barcode

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Please contact our Customer Support Team if you need further assistance.

Question 7

I still can't connect my reader.

Accepted Answer

Possible Cause:

Solution:

Your reader does not have enough power.

Please ensure your reader is sufficiently charged. If your reader is brand new it requires an initial charge of up to 8 hours.

If your reader does not fully charge, please submit a Hardware Support request for your region: WW, AU, EMEA, UK.

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Question 8

The iPad's keyboard won't pop up.

Accepted Answer

Possible Cause:

Solution:

You are paired and connected in Basic Mode (HID).

Double tap the power button to enable/disable the on-screen keyboard.

Watch: How to Enable On-Screen Keyboard for Apple iOS

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Please contact our Customer Support Team if you need further assistance.

Question 9

My scanner will not automatically scan barcodes.

Accepted Answer

Possible Cause:

Solution:

Your scanner is not placed in Auto Scan mode.

Scan the appropriate command barcode to configure your scanner.

Auto Scan Mode barcode

Please ensure the reader is not connected to the host device when scanning a programming barcode.

When a programming barcode is read successfully, you will hear this noise:

If your reader emits a single beep, please disconnect from Bluetooth and try again.

Did this resolve your issue?
Please contact our Barcode Support Team if you need further assistance.

Possible Cause:		Solution:
Your barcode scanner does not support Auto Scan mode.		Only 2D Socket Mobile barcode scanners support Auto Scan mode - See all 2D models .

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Please contact our Barcode Support Team if you need further assistance.

Question 10

Connecting Socket Mobile scanners in Application Mode for Android 8+

Accepted Answer

The problem

If you or your customers are experiencing difficulties connecting Socket Mobile scanners in Application Mode on your Android 8 devices, your app may be affected by one of the Android system changes. Starting from Android Oreo (version 8+), Android apps can no longer obtain a device’s Bluetooth address programmatically. Users will not be able to copy/paste the Bluetooth address either.

For most Socket Mobile scanners on the market, obtaining Android device’s Bluetooth address has been a critical step to pair with the devices in Application Mode, done automatically through Socket Mobile SDK. The change in Android 8 forces us to require users take action to get Android device’s Bluetooth address.

Please NOTE: This issue will only happen if

You are connecting a device in Application Mode. The scanners will work as usual if you are using it in HID Mode (the default mode).
You are installing the apps on Android Oreo or newer Android versions. There should be NO issue if Socket Mobile Companion have been installed on Android Nougat or older and you are upgrading to Oreo

The solution

We’ve been working on this issue for a long time. Even though our attempt to work with Google for a better solution didn’t yield any result, we’ve had solutions for both new customers and customers with existing devices.

For customers who are planning to purchase new scanners:

Our latest models and future models have or will have built-in Auto Connect capability(ACC) that will not only solve the Application Mode pairing problem for Android 8, but also significantly simplify the process. Here’s the list of the devices we ship that already have the capability:

SocketScan S700
SocketScan S730
SocketScan S740
DuraScan D760
SocketScan S840
SocketScan S860
SocketScan S800 (revision number P or after)
SocketScan S850 (revision number D or after)
DuraScan D750 (revision number D or after)
DuraScan D730 (revision number J or after)
DuraScan D700 (revision number G or after)
DuraScan D740 (revision number C or after)

Where do I find the revision number?

With the ACC scanners listed above, you have two options to pair the scanner in Application Mode

Option 1: Using the latest Socket Mobile Companion (WW, AU, EMEA, UK)
Option 2: Scan the following Auto Connect barcode and then pair in system Bluetooth Settings:

autoconnect

You can also find this barcode in the Get Started guide in your scanner package.

For customers who continue to use older scanner models:

Connect your scanner in Application Mode following the instructions in the latest Socket Mobile Companion app (WW, AU, EMEA, UK). The app will guide you to get the Android device’s Bluetooth address. You only need to do this once.
Launch your business app where you need to connect to the scanner. If you are using SocketScan 10 keyboard, we strongly recommend you switch to the new Socket Mobile SM Keyboard, as the SocketScan app is not compatible with Socket Mobile Companion and will cause scanner connection issues when running side by side.

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Please contact our Customer Support Team if you need further assistance.

Question 11

I cannot download or use the Companion app to pair. What do I do?

Accepted Answer

Possible Cause:

Solution:

Password not available to download the app.

Use the instructions below.

Turn off host device's Bluetooth.
Power on the scanner.
Scan Factory Reset.

Watch: How to Perform a Factory Reset
Power on the scanner again and scan Bluetooth connection barcode.

Basic Mode for all OS:

Application Mode (MFi-SPP) for Apple iOS:

Application Mode (SPP) for Android or Windows PC:
Turn off host device's Bluetooth back on and pair.

Complete user guide

Did this resolve your issue?
Please contact our Customer Support Team if you need further assistance.

Possible Cause:

Solution:

You have a laser barcode scanner that can only scan printed barcodes.

Use instructions below.

Turn off host device's Bluetooth.
Power on the scanner.
Scan Factory Reset.

Watch: How to Perform a Factory Reset
Power on the scanner again and scan Bluetooth connection barcode.

Basic Mode for all OS:

Application Mode (MFi-SPP) for Apple iOS:

Application Mode (SPP) for Android or Windows PC:
Turn off host device's Bluetooth back on and pair.

Complete user guide

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Please contact our Customer Support Team if you need further assistance.

Question 12

My Charging Dock/Charging Stand does not charge my scanner.

Accepted Answer

Possible Cause:

Solution:

There is no power in the outlet.

Plug the power adapter into a different power outlet.

Did this resolve your issue?
Please contact our Customer Support Team if you need further assistance.

Possible Cause:

Solution:

The Charging Cable is not plugged securely into the Charging Stand or Charging Dock.

AC plug is loose

Ensure the Charging Cable is plugged in securely.

AC plug is properly secured

Did this resolve your issue?
Please contact our Customer Support Team if you need further assistance.

Possible Cause:

Solution:

The charging pins are not making contact with the Charging Stand/Charging Dock.

Scanner is loose on the charging pins

Check the scanner’s charging pins are contacting the pins on the dock/stand.

Scanner properly on charging pins

Did this resolve your issue?
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Possible Cause:

Solution:

The screw on the battery door is loose.

Battery door is loose

Make sure to tighten the screw on the battery door.

Battery door is properly closed

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Please contact our Customer Support Team if you need further assistance.

Question 13

The scanner does not scan the whole barcode when we are scanning in the Safari, Chrome or Firefox web browser. Is there something wrong with my scanner?

Accepted Answer

This is an issue with the IOS 10 and newer updates. Socket Mobile has notified Apple of this issue and we are hoping that Apple will be addressing this in a new IOS (operating system) update.